Online Chat AgentWindsor, ON

Are you: An effective communicator that enjoys interacting with prospective clients? Eager to learn and grow? Driven to succeed and excited about new challenges? This opportunity could be tailor-made for you.

Location: Windsor, ON - In office, hybrid, and work from home flexibility.

Who we are: HUB Customer Central (HCC) is a leading insurance hub in Canada. Our technology-driven and digital expertise is unique, making us an industry trailblazer. We are affiliated with HUB International, the 5th largest insurance brokerage in the world with 13,000 employees and more than 475 offices.

Why we’re different: In 2021, HUB won the prestigious Stevie Award for Employer of the Year - Insurance. This award recognizes the world’s best companies to work for and their ongoing commitment to the growth, development, and wellness of employees. We’re about communities too. HUB/HCC is committed to a formal program – HUB Gives – that encourages employees to donate their time, creativity, and passion to community causes. We believe in contributing to where we live, work and play.

The Role

The Online Chat Agent is responsible for handling and completing online service requests while maintaining an effortless customer experience.

Responsibilities

  • Ensuring customer needs are your top priority

  • Engage in multiple consecutive chats to resolve customer inquiries about their insurance policies

  • Execute insurance transactions (cancel policies in insurance company portal, reprint policy documents, interpret and providing billing information)

  • Resolving customer complaints respectfully and efficiently

  • Identifying and escalating issues to supervisors

  • Providing product and service information to customers

  • Recognizing, documenting, and alerting the management team of trends in customer chat conversations

  • Documenting issues and resolutions

  • Perform other duties as assigned.

Skills and Requirements

  • Excellent English language skills: verbal & written communication

  • Proficient typing skills, strong problem-solving skills, good organizational skills, and critical thinking skills

  • Must have a sense of urgency and be able to work well under pressure in a fast-paced environment, and detail oriented

  • Ability to multitask using various internet tools, web portals, applications, and MS Office Suite

  • Possess a friendly, professional, and empathetic attitude

  • Have a strong work ethic, be a quick learner, and self-motivated

  • Work well individually and within a team

  • Post-secondary education (preferred)

  • Knowledge of insurance industry, and/or RIBO licensed considered an asset

  • High School diploma

  • Customer Service Experience - Atleast 1 year

Nice to have v/s Must haves

  • Online Chat Experience

The Perks

  • Group Health and Dental Benefits

  • RRSP Company Matching Program

  • Paid vacation, sick and personal days

  • Employee discounts on personal home and auto insurance

  • Corporate discounts on gym memberships and other services/products

  • Company-paid Employee and Family Assistance Program

  • Health and wellness initiatives

  • Ongoing recognition programs and opportunities for advancement

Our Commitment:

  • An environment that fosters continuous learning and improvement.

  • A leadership team dedicated to your growth and success.

  • To listen. Our employees have great ideas. We implement them.

  • Appreciation of your efforts. Every day.

Diversity matters to us. We’re committed to building inclusive teams in an equitable environment. In other words, you can be you. Such diversity allows us to cultivate a workplace where people of all backgrounds collaborate, contribute, and thrive.

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we may assist you based on your individual needs. Please contact: hr@hubcustomercentral.com

#WeAreHCC

www.hubcustomercentral.com

Department Office Administration & Clerical

Required Experience: 1-2 years of relevant experience

Required Travel: No Travel Required

Required Education: High school or equivalent

Hi, we’re HUB.

In a rapidly changing world, we advise businesses and individuals on how to prepare for the unexpected.

When you partner with us, you're at the center of a vast network of experts who will help you reach your goals through risk services, claims management, and compliance support.

And this gives you the peace of mind that what matters most to you will be protected — through unrelenting advocacy and tailored insurance solutions that put you in control.

About HUB International

Headquartered in Chicago, Illinois, HUB International Limited (HUB) is a leading full-service global insurance broker providing property and casualty, life and health, employee benefits, investment and risk management products and services. From offices located throughout North America, HUB’s vast network of specialists provides peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit hubinternational.com.